Case Study: Mobile Network Provider (Telecommunications Company) achieves 14% uplift in referral-based acquisition with GemSeek

Predicting potential brand advocates in telecommunications

Mobile Network Provider Telecommunications Company, a Northern European mobile operator facing slowing growth and rising acquisition costs as new entrants poached price-sensitive customers, engaged GemSeek to find non-price ways to drive new signups. GemSeek applied its Advanced Analytics, Predictive NPS and Text Analytics capabilities to identify where customer experience could be leveraged for referrals.

GemSeek built a Predictive NPS model to find the most satisfied customers and mined social media, forums and other feedback (about 10,000 pieces of user-generated content) to predict who would publicly share positive experiences. GemSeek delivered the first list in 8 weeks, enabling the client to launch an ongoing incentive programme that has driven a 14% uplift in referral-based acquisition since launch.